Device Management Technician, Information Technology

Job DescriptionThe Device Management Technician provides second line (Tier II) support for all staff and faculty at the University of Tennessee at Chattanooga. The Technician works in a dynamic, fast-paced environment - often, with minimal supervision - to provide services over the phone, through e-mail, in person, and chat across campus. The Technician troubleshoots issues and provides support and repairs for desktops, mobile and smart devices, hardware, printers, software, and audio and video.ResponsibilitiesDuties and Responsibilities:Troubleshoots technical issues for any university device to include faculty and staff devices, projectors, multimedia switches, control systems, document cameras, networking, desktop computers and software, to include operating systems, word processing, spreadsheets, and video capture and streamingSets up, modifies, and repairs university hardware and softwareProvides emergency, first response support to technology-enhanced learning environments to troubleshoot problems in a timely fashionTroubleshoots problems using scripts and checklists as guides and escalates when necessaryContributes to the development of and adheres to Service Levels Agreements that determine the appropriate use and support of technology on campusDocuments all work in our ticketing systemFollows current university Information Security best practice policies and proceduresProvides best effort support of all technologies, including specialized or scientific equipment or instrumentationLeverages imaging software to manage University computers across campusResearches questions and/or problems and finds technical solutionsDevelops, tests, and documents solutions to problemsAssists in the deployment of new images, software/hardware upgrades, and fixesProvides routine first level support and coordination with vendor for warranty repairs/replacementAssists in mentoring and orienting new employees and student workersPerforms quality assurance tests on newly installed learning technology equipmentInterfaces and serves as a resource for university IT support personnel outside of central ITAdvises, consults, and recommends technology for departmental purchases of equipment and softwareMay provide minimal on-the-spot training to clientsMay lead small or special projects and/or assist with supervising personnel for initiativesAssists with maintaining a clean, work environmentAttends Information Technology & Infrastructure staff meetingsEnsures work hours/time is logged and entered within payroll deadlinesPerforms other duties as assigned/needed The ideal candidate will possess the following:Knows and executes on decisions which are within their scopeKnows and asks for assistance on decisions which are outside of their scopeExperience and knowledge with desktop operating systems including Windows and Mac OSApplication support knowledgeIncident management application knowledgeInterpersonal skills, with a focus on rapport-building, listening, and questioning skillsDemonstrated problem-solving and multi-tasking skillsGood documentation skillsAbility to effectively deal with conflictAbility to conduct research into a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in user-friendly languageAbility to work effectively in a team oriented, high demand and fast paced environment Review of applications will begin February 9, 2026, and will continue until the position is filled. Applications received by this date will receive priority consideration. QualificationsMinimum: Requires a high school diploma and two years of relevant IT technician/ IT customer service experience, or an equivalent combination of education, training, and experience.Preferred:Bachelor's degree in a related fieldPrior higher education experience preferred1 + year of Customer Service experience1 + year of Technical (hands-on) hardware & software installation experienceIncident management application knowledge and experience preferred